Helpdesk — One customer, one conversation (2)

Which is why every merge undoes. The thread marks where the two conversations join, with an Undo beside it; press it and the messages go back and the ticket comes out of the Trash. Splitting is the same thing pointed the other way: on any reply, Split from here moves that message and everything after it onto a new ticket carrying the customer’s address and nothing else — not a status somebody set about the old problem, not an owner who closed something else. A customer who replies to the old address still reaches you. The reply follows the merge onto the ticket that has the conversation, which is the whole point — without it the duplicate you just removed comes straight back. Plain English: merging is about the conversation, not the row. Nothing is deleted, nothing is overwritten, and you can put it back.